Company information:
American Laser Centers
United States
You never yell at the customer. I don't care how bad you're PMSing...it's just a big no no especially if you're in the service industry like these guys. Here's my email I sent to the regional manager:
Hi Regional Manager,
I was told that you are the regional manager over the Salt Lake City
downtown American Laser location, managed by Inexperienced Manager. I'd like to inform
you of an incident which should be followed by employee correction
action.
There was some miscommunication when I transferred my account from the
Draper office to downtown SLC. I was told "You don't have to pay for
parking" by one of the girls employed at the time I transferred my
account to downtown. So ever since then, I have NEVER paid at the
meter. So about 3 weeks ago when I had my appointment I got an expired
meter ticket. I gave it to Inexperienced Manager and explained to her that I was told
that I didn't have to pay for parking. She concurred and took the
ticket and said, 'We'll take care of it for you.'
A week later I get a call from Inexperienced Manager telling me with a frustrated tone
of voice that they wouldn't be paying for the $15 ticket. I told her
that I was told that I didn't have to pay for parking. She then
explained that I was allowed to park in the BACK parking lot. This was
the first time I had ever heard of a back parking lot. Because of the
miscommunication, I told Inexperienced Manager that it was American Laser Centers
responsibility to pay for the ticket since NO ONE had informed me that
there was a back parking lot.
She then retaliated very rudely and said, 'Well, just so you
know this is coming out of my own pocket. I hope you enjoy your
weekend knowing that.' (Something to that effect). I was INFURIATED to
say the least. No one has ever treated me like this being the
customer.
I then called the Draper office to request that I have my account
transferred back to Draper. I also requested to reschedule my
appointment. They informed that they couldn't reschedule until they
had my chart at their office. It has been 2 WEEKS since then and NO
ONE HAS CALLED ME BACK to reschedule my appointment!!!
In addition to this nightmare I received a letter from Salt Lake City
informing me that the ticket hadn't been paid! As a result, it has now
been increased to $45!!! Inexperienced Manager lied to me and never paid for the
ticket!!! THIS IS THE WORST CUSTOMER EXPERIENCE I HAVE EVER HAD!!!
Aiming for optimal customer satisfaction should be one of your goals.
Apparently your managers do not understand that a happy returning
customer (which I was for the last 3 YEARS!) Is far more valuable than
trying to acquire more customers. They also don't understand that a
bad experience is told to far more people than a good experience and
believe me I have told close 20 people already who I am sure have
already told many more. I was also considering buying an additional
package and paying up front. Inexperienced Manager has made my decision for me, because
there is no way that I am going back there. You do the math-you could
have received $1500 in revenue from me from the package I was going to
purchase or just deducted a minimal $15, which would have retained a
happy customer and incremental revenue of about $1485. Obviosuly no
one at your company understands the importance of customer
relationship management.
In summary I'd like to highlight the bad customer experience milestones:
1. I WAS SPOKEN WITH A DISRESPECTFUL TONE OF VOICE AND COMMENT BY ONE
OF YOUR MANAGERS.
2. I WAS LIED TO BY ONE YOUR MANAGERS SINCE SHE NEVER PAID THE TICKET
WHEN SHE SAID SHE WOULD
3. NO ONE TRANSFERRED MY CHART TO THE DRAPER OFFICE
4. NO ONE HAS CALLED ME BACK TO RESCHEDULE MY APPT IN DRAPER
Please give a call at your earliest convenience.
